The softphone solution may feel new, but it started as a pilot led by Shared Services Canada (SSC) during the COVID-19 pandemic. At the time, Government of Canada (GC) departments had to quickly pivot to remote work without interrupting services to Canadians. This change prompted a rethink of how GC workers connect with each other and with Canadians—leading to today, where softphones are the GC’s default phone solution.

Modern alternative to desk phones

A softphone is an application that lets you make and receive phone calls over the Internet using a computer or tablet instead of a traditional desk phone (or fixed line). Softphones integrate calling into the digital tools GC workers already use, helping them stay connected from wherever they are.

Delivering measurable results

Softphones are more flexible, secure and practical in a modern workplace—and they are delivering measurable results across the GC. They provide a reliable service that supports day-to-day operations and scales to meet increasing demand.

The impact is clear:

• approximately 372,000 softphone numbers have been assigned to GC workers (as of July 1, 2026)
• over a five-month period, about 60,000 fixed lines were identified to be disconnected
• significant cost savings/avoidance is being achieved through reduced hardware, maintenance and device needs
• softphones are a secure solution managed and owned by the GC that is aligned with cyber security requirements

Departments are already experiencing benefits.

“During the pandemic, we worked closely with SSC to pilot the softphone solution, which provided the flexibility and reliability we were looking for,” said Jason Kelly from the Public Service Commission. “It has since become our standard telephony solution.”

By reducing the need for desk phones and mobile devices, we are simplifying operations and making it easier for GC workers to stay connected.

Designed and delivered by the GC

We designed, built and delivered a softphone solution tailored to GC needs. This approach strengthens security, reduces reliance on vendors, and allows the service to adapt as technology and workplace requirements evolve.

“From the start, our goal was to deliver a solution that the GC could fully own and control,” said Martin Trudel, Director of Voice Infrastructure Services and Telephony Technologies Evolution. “By building on existing investments, we’ve reduced costs while giving the GC more flexibility to adapt as our needs and technology evolve.”

Powering what’s next

Softphones are more than a replacement for desk phones—they’re a key part of a modern digital workplace. By investing in this solution, the GC is helping employees work more efficiently and improving how services are delivered to Canadians.